PLEASE HELP Website shows prices from different locations do not want that

[ElmStreetToys]

I have two different locations set up in square for 3 years, one is online the other is not, now the website is showing both prices, it never has before. Nothing has been changed on our end, I've checked everything.

PLEASE SOMEONE HELP ME.  So many times I post on here looking for answers and we never hear back.

The $15.00 price should not be visible, it never was before.

[ryanwanner · Accepted solution]

Hello @ElmStreetToys !!

I think I may know what's going on here. You mentioned that you have multiple locations. Even though you don't have the second location online, I'm wondering if the active online site is getting confused. Check Dashboard -> Account & Settings -> Online Pickup & Delivery. On the Site Visibility column, make sure your online location is set for 1 site and your non-online location is set for 0 sites. I have run into times where an item that should only be visible to one location appears on the other if the site visibility column includes multiple locations. You can change this by clicking on Edit then Site Visibility. If in your non-online site the item is more expensive, this will lead to the multiple price points.

After that, the only other reason I can see for multiple price points being shown is if you have a variation on the item that's causing the price range to be shown. Unfortunately since we can't hide variations online currently the only way to get around this is to move the addon price to a modifier.

Please let us know if this works for you!

[ElmStreetToys]

THANK YOU for trying to help! I've never had this issue before, doing everything the same for the 3 years. This feels like a problem on the square side of coding.

[ryanwanner]

Ok, I see what screens you see now... since I have multiple websites on my locations I have the site visibility column. I guess since you only have the one you don't. Fair enough! 🙂

The site is getting hung up on the Price Override line. I assume you're using this for a higher price in your offline location? If so, what does the website do if you remove the override? And I assume that any other pricing changes aren't giving you this trouble?

If this is the only troublesome item you've found, I'd say the next troubleshooting step, as annoying as it may be, would be to delete and recreate this item and see if the problem clears up. If it's not the only item causing you grief, I'd try Unpublishing the site then Publishing it again. After that, it'd be up to support to re-index the site to clear up the oddity.

Keep us informed!

[ElmStreetToys]

If I remove the override price it makes it the same price at both locations by default.  Which is not what I want, the offline locations is our traveling "location" with different price points.

So something is happening on the square end of things that I cannot change.

[ryanwanner]

Ok good. We've narrowed it down to where the problem is occurring. Now I'd say let's try the other steps I talked about: remove and recreate the item, unpublish and republish the site, and if need be reach out to support to get it reindexed.

We will get to the bottom of this!

[ElmStreetToys]

We did the unpublished and re-publish of the site and also tried switching the items.

That did not help fix the issues with the website.

[ryanwanner]

@ElmStreetToys  It's been a few days... has the pricing issue cleared up? I ask because I'm in a few other threads about online issues and it seems like the majority of the problems have fixed themselves.

If not, I'm honestly at a loss. As much as a pain in the rear as it would be, I think your best bet is to call into support. YOu'll probably have to call in a few times until you get to a tech that actually understands what the issue is so they escalate it to the dev teams. Wish I could help you further!! 😞

[ElmStreetToys]

it has gone back to normal now.

[JJ_]

Hey there @ElmStreetToys 

Thank you for providing these valuable details to help us troubleshoot. As @ryanwanner said here, this looks like a case for our Square Online Support Team. To speak with them by phone, you can call 855-700-6000 between 6 a.m. and 6 p.m. Pacific Time, Monday through Friday.

You can also get in touch with our Messaging and Email Support Teams here.

[ElmStreetToys]

ITS HAPPENING AGAIN..................................

[MayaP]

Hey @ElmStreetToys  – I’d be happy to look into this further. Just to confirm, do the screenshots above show the incorrect prices?

Please share any additional details you have, and I’ll keep an eye out for your reply!

[NutmegCreative]

Hey there - Did this end up getting fixed? I have the same issue as well 😞